Average wait time increased from 37 to 48 seconds in 2018 – breaking a downward trend. However, this increase is not necessarily a negative signal.
Last year we suggested that ‘a fast response does not equal a quality response’ and this still holds true for 2018: organizations that scored 90% or higher for customer satisfaction had an average wait time of 46 seconds while customers with the lowest customer satisfaction had an average wait time of 25 seconds.
Wait time refers to how long a visitor is waiting for an agent to pick up their chat while queue length is how many people are queued when all agents are busy.
When segmented by team size, our findings show that teams with 26 to 50 agents have the longest average wait time, while teams with more than 50 agents have the shortest. We can also see that teams with more than 50 agents have the same queue size as teams with 26 to 50 agents yet boast shorter wait times. Based on this data, we can opine that the largest contact center teams have truly mastered the science of matching team size to audience size, something the next tier down needs to address.
Regardless of size, organizations need to make sure they are focusing on the right metrics, emphasizing quality metrics over time and productivity metrics.